Client Support Representative

About This Opportunity

• Frontline support professional responsible for handling client inquiries across phone, chat, and case channels.
• Resolves foundational questions, guides clients through core workflows, and ensures accurate intake, documentation, and follow-through.
• Success depends on reliability, communication clarity, and steady progression of platform knowledge across Orion products (e.g., Orion, Redtail, OCIO).
• Anticipated hybrid work model: three (3) or more days per week required on-site.
• Candidates should be located within a commutable distance to an office.

In This Role, You’ll Get To

• Serve as a frontline point of contact for client inquiries across phone, chat, and case channels with professionalism and urgency.
• Provide clear training, guidance, and best practices to help clients navigate workflows or platform topics, using established support resources.
• Troubleshoot entry-level workflows, platform navigation issues, feature questions, and data-related inquiries.
• Maintain strong adherence to schedules and support queue coverage across required channels.
• Own assigned Priority 1 (P1) and aged cases to completion, ensuring timely updates and accurate Salesforce documentation.
• Strive for first-contact resolution while minimizing unnecessary transfers.
• Maintain clean, complete case documentation that meets internal quality and audit standards.
• Stay up to date on platform updates, release notes, required certifications, and internal learning content.
• Identify opportunities to simplify client workflows or improve documentation and escalate through proper channels.
• Collaborate with peers, Service Leads, Technical Leads, and Managers to support coordinated client outcomes.
• Operate as a frontline contributor focused on delivering accurate, timely, and professional support across chat, phone, and case channels.
• Build foundational proficiency within assigned technology areas (Orion or Redtail) while actively progressing through required certifications and learning pathways.
• Demonstrate first-contact resolution mindset and ownership of inquiries.
• Maintain strong performance across core service metrics including NPS, adherence, acceptance rate, quality, and documentation accuracy.
• Escalate suspected product issues only after basic troubleshooting and documentation.
• Contribute to team improvement by identifying client trends or documentation gaps.
• Adhere to hybrid expectations and maintain a professional presence in all interactions.

We’re Looking For Talent Who

• Has strong verbal and written communication skills in client interactions.
• Manages multiple tasks in a fast-paced environment with attention to detail.
• Navigates and explains technology.
• Has strong problem-solving, organizational, and time management skills.
• Has a minimum of a high school diploma; bachelor’s degree preferred.
• Preferably has prior customer service or technology support experience.

Recommended Skills

• Active Listening
• Client Facing
• Communication
• Customer Relationship Management (CRM) Software
• Customer Service
• Documentations
• Problem Solving
• Process Adherence
• Real-Time Communications
• Salesforce (Software)
• Technical Support
• Telephone Communications
• Troubleshooting
• Written Communication